Customer Success Manager (all genders)

Our partner, HRS, is a pioneer in business travel, aiming to elevate every stay through innovative technology. With over 50 years of experience, their digital platform - driven by ProcureTech, TravelTech, and FinTech - transforms how companies and travelers Stay, Work, and Pay.

ProcureTech digitally revolutionizes lodging procurement by connecting corporations and suppliers within a cutting-edge ecosystem. This enables seamless efficiency and automation, surpassing travelers' expectations. TravelTech redefines the online lodging experience by offering personalized content from selection to check-in, ensuring an unparalleled journey for corporate travelers. In FinTech, HRS introduces advancements such as mobile banking and digital payments, turning corporate back offices into touchless lodging enablers and eliminating legacy cost barriers. The innovative 2-click book-to-pay feature streamlines interactions for both travelers and hoteliers.

By combining these technology propositions, HRS unlocks exponential catalyst effects. Its data-driven focus delivers value-added services and high-return network effects, creating substantial customer value.

HRS has experienced strong growth since 1972 and today serves over 35% of the global Fortune 500, as well as leading hotel chains worldwide. The company continues to shape the future of business travel through a culture of growth and innovation, setting new industry standards globally.

HRSis redefining the way they work within their Business Unit Enterprise Solutions by organizing their business around industry-specific verticals. This structure enables them to deliver deeper value to their clients, foster closer relationships, and drive scalable, innovative solutions globally - from acquisition through to delivery. 

By aligning teams around key industries such as Automotive, Manufacturing, Energy, or Financial Services, HRS combines deep sector expertise with functional excellence. This approach empowers their people to make smarter decisions, learn faster, and collaborate more effectively — all while staying laser-focused on delivering outcomes tailored to their customers’ unique needs. 

Mission 

As a Customer Success Manager at HRS, you act as a trusted advisor to large enterprise clients, ensuring HRS' platform delivers measurable business impact. You own the overall client relationship and orchestrate all roles engaged on the account with two clear objectives:  

Retention: Ensure customer satisfaction, health, and value realization to prevent client churn/turnover. 

Expansion: Drive upselling and cross-selling of HRS solutions that deliver the highest impact on the customer’s strategic objectives. 

Impact 

You build long-term partnerships that generate tangible value for customers and sustainable growth for HRS. By embedding HRS technology into clients’ travel, meetings and payment programs, you enable cost optimization, traveler satisfaction, and compliance. You own the commercial success of your accounts — driving retention, expansion, and customer advocacy.  

Customer Retention 

• Build and maintain strong executive relationships as a strategic and trusted partner
• Monitor account health and performance against strategic goals, proactively identifying risks and initiating improvement plans with internal experts
• Conduct Business Reviews (BRs) and executive briefings to assess progress and drive continuous value realization

Customer Expansion 

• Identify and qualify expansion opportunities using the MEDDPICC framework (Metrics, Economic Buyer, Decision Criteria/Process, Paper Process, Identify Pain, Champion, Competition)
• Own the end-to-end sales journey – from pitch to contract signature – for upsell and cross-sell motions
• Develop ROI cases and customer benefit analyses that demonstrate measurable business impact
• Deliver compelling pitches and executive presentations to senior client stakeholders
• Lead and orchestrate internal HRS experts (e.g. Solution Consultants, Delivery managers, Customer Experience Managers, Program Consultants) to ensure deal success and value realization

• Several years of experience in Customer Success or Account Management for enterprise B2B clients, ideally in travel or meetings-related industries
• Proven track record of owning commercial success – driving retention, expansion, and executive stakeholder engagement
• Excellent communication, stakeholder management, and presentation skills
• Experience coordinating cross-functional teams and managing complex, multi-country accounts
• Familiarity with sales and qualification methodologies (e.g., MEDDPICC) is a strong plus
• Business-fluent in German and in English. Other languages are a plus

• An attractive remuneration in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus
• Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs,” passionately dedicated to renewing the travel industry while reinventing how businesses stay, work, and pay
• An entrepreneurial, execution-focused environment with full ownership, offering the opportunity to contribute to a greater mission while growing both personally and professionally throughout the journey
• Continuous learning through a strong culture of retrospectives and ongoing improvement, with the chance to actively contribute to making business life better, smarter, and more sustainable